Browsing Journal of Supply Chain Management: Research & Practice Vol. 13, No. 1 (June 2019) by Issue Date
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ItemImproving quality and agent's performance in Bangkok call centresQuality in the call center industry is one of the major objectives difficult to achieve when considering call center agents, with their need to find a balance between the number of calls received, average handling time of calls, or post wrap-up time in each call. The focal firm, AURSA Company, realizes the importance of helping agents to develop and deliver the right kind of quality to customers on call. From data analysis, the researcher found that the company’s call center agents’ performance throughout 2017 was lower than expected. Therefore, this paper proposes a set of best practices for the company, gained from a review of the relevant literature. Under the proposed strategy, the best practices which were found to help agents to improve and deliver better quality service on call included weekly call assessment, coach model, and a knowledge management model. In addition, the researcher also suggests solutions to improve agent’s performance through ongoing support and communication, such as weekly one-on-one sessions, weekly team meetings, and training coaching sessions.
ItemManaging hazardous waste of chemical inventory : a case study of textile manufacturer in ThailandThis research is a case study of textile manufacturer in Thailand. Being a manufacturing industry, the company is facing a lot of hazardous waste generating in their chemical storage to preparation area. The objective of this research was to find the certain root cause of the waste in the process, which is not adding value. The research is also trying to find the solution and implement appropriate methodology to eliminate non-value added activities from the hazardous chemical inventory. Recommendation, necessary action plan and solution were provided to get rid of non-value added activities and prevent repeated problem. This research mainly applied the process mapping, 5S and 7 wastes to identify the root cause of the problem and eliminate them. The researcher also suggested a continuous improvement plan in order to achieve a sustainable operational improvement of the company. The research observed that the main cause of an increase in hazardous waste is PVC Drums placed in the main inventory area. These PVC Drums were used in 13 different kinds of chemical generating 61.90% of hazardous waste in the process.